Retention Specialist

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. 

OUR VALUES

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don’t chase trends, and we don’t sell everything.  We’re expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.  

Environmentally and Socially conscious.  We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS 

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

Ideal Candidate:

The Retention Specialist is responsible for answering customer questions pertaining to product information, order statuses, tracking information, returns & exchanges, and more. Candidates should have prior experience in customer service, preferably with a retail company, but not required. Candidates must have excellent written communication and the ability to demonstrate a Customer First mentality. Candidates must be comfortable using an authentic, customer-friendly tone when communicating issues that range in complexity.

• Assist and engage with customers over the phone, must be comfortable with outbound call driven customer interactions.
• Virtually assist customers over chat, email, and social media with shipping & tracking, returns, product details, and customer account information.
• Manage multiple customer interactions channels efficiently.
• Multi-task to find information while communicating with customers. Proactively identify solutions to questions you anticipate in each interaction.
• Proactively identify solutions to questions you anticipate in each interaction.
• Provide best-in-class service experience for our customers while working in a fast-paced start-up environment.
• Seize the opportunity to build long-term relationships with our customers while problem-solving, turning potentially negative customer experiences into wonderful interactions.
• Required to maintain metrics at or above expectations. Metrics measured are CSAT, customer retention, daily customer interactions, and response time.

• Associate degree or greater
• 2+ years of professional experience working with a computer and web-based tools
• 2+ years of experience working in customer service/support or job where strong writing skills are required
• Grit and ability to overcome obstacles (previous startup experience a plus!)
• Top-notch oral and written communication skills with outstanding attention to detail
• Have open availability and able to work weekends and key holidays
• Comfortable and familiar with working from home and being a self-starter Strong proficiency and willingness in handling customer support responsibilities over the phone

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Security Advisory: Beware of Frauds

At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.